Change and Escalation Manager at Sage

The purpose of this role is to lead all change, transformation & readiness within Customer Service and Customer Success functions. Key requirement of the role is to own and deliver against customer escalation management bridging teams from Support, Success, COE and Global. Core responsibilities of the role are outlined below

Key Responsibilities

• Develop and roll out RAG status programme and Escalation management plan incorporating roles, responsibilities, SLA’s and cross group interdependencies
• Coaching of managers and leadership to employ and continuously improve ‘PERFORM methodology’ ways of working
• Embed and continually sustain a culture of continuous improvement within Customer Services and Customer Success via the ‘PERFORM methodology’, working with colleagues across the business to deliver an increase in ARR, Retention, CSAT, NPS and resource reinvestment opportunities
• Engage stakeholders using strong influencing & communication skills to build a sense of urgency for change; setting up and mobilising project teams, providing clear direction and leadership
• Manage interdependencies & complex relationships across multiple business areas & potential project work streams
• Develop project objectives, ensuring simple, succinct success criteria are defined; and ensuring that all benefits are delivered into operational business
• Lead the execution of change projects; ensuring that all objectives are delivered to timescale, quality and cost
• Manage risks, issues, communication, and project delivery by planning, tracking and assessing progress using the change & readiness process